Director of Verification Office; CVO Medical Staff Services

Director of Central Verification Office (CVO) & Medical Staff Services

The Director, Central Verification Office (CVO), provides strategic and operational leadership for a multi-hospital centralized document intake and verification function supporting provider credentialing across UT Southwestern's Health System. This role is accountable for designing, standardizing, and executing enterprise-wide processes that ensure credentialing files are complete, accurate, consistent, and "ready for review" prior to credentialing workflows and primary source verification activities. The Director drives service excellence for providers and internal stakeholders, ensures compliance with applicable accreditation/regulatory requirements, and leads performance improvement initiatives to reduce credentialing cycle times and strengthen audit readiness.

Strategic Leadership & Program Development

• Establishes the vision, strategy, and multi-year roadmap for the Central Verification Office (CVO) to support system-wide provider credentialing needs.
• Develops and maintains standardized policies, procedures, service-level expectations, and operational definitions for "complete" and "ready-for-review" files across all supported hospitals/entities.
• Partners with hospital and network Professional Staff Services, Medical Staff Leadership, Compliance, Legal (as needed), Quality, and operational leaders to align CVO processes with organizational goals and credentialing governance structures.
• Leads standardization efforts across credentialing document requirements, forms, checklists, templates, naming conventions, and indexing/document management practices.

Operational Oversight & Service Delivery

• Oversees daily operations of the CVO, ensuring timely collection, intake, organization, and readiness of documentation for initial appointment, reappointment, and other credentialing actions (e.g., privilege changes, new locations, coverage/telemedicine as applicable).
• Ensures robust workflows for follow-up, escalation, discrepancy resolution, and file routing across multiple facilities and provider types.
• Establishes consistent provider-facing communication standards and customer service expectations; monitors stakeholder satisfaction and addresses service concerns.
• Implements workload management practices, including queue monitoring, staffing models, cross-training plans, and business continuity coverage to ensure consistent throughput.

Quality Management, Compliance & Risk Reduction

• Ensures CVO operations support compliance with applicable standards and requirements (e.g., medical staff bylaws/policies, accreditation expectations, payer-related documentation needs where applicable, and internal audit requirements).
• Establishes and monitors a quality assurance program for document accuracy, completeness, and consistency; identifies trends and leads corrective/preventive action plans.
• Oversees audit readiness activities, including tracer support, document retrievability, standardized record retention practices, and corrective actions following internal/external audits.
• Identifies and mitigates operational risks (e.g., missing documentation, inconsistent timelines, incomplete explanations, expired items) and ensures clear escalation pathways to credentialing leadership.

Performance Management & Continuous Improvement

• Develops and manages key performance indicators (KPIs) and service-level metrics to drive outcomes (e.g., document turnaround time, file completeness rate, aging backlog, first-pass acceptance rate, provider responsiveness, and cycle-time contributions).
• Leads Lean/process improvement initiatives to reduce bottlenecks and rework, improve provider experience, and enhance transparency of file status.
• Presents operational performance, risks, trends, and improvement plans to executive leadership, credentialing committees, and governance groups as requested.

People Leadership & Talent Development

• Recruits, hires, coaches, and develops CVO leadership and staff; sets performance expectations, conducts evaluations, and ensures accountability for service quality and productivity.
• Builds a culture of continuous improvement, collaboration, and customer service; ensures staff training on policies, workflows, and systems.
• Establishes competency standards, onboarding plans, and ongoing education for CVO team members.

Financial & Resource Management

• Develops and manages the CVO operating budget, including staffing, technology, training, and related operational expenses.
• Identifies opportunities for cost-effective operations through standardization, technology enablement, workload balancing, and reduction of redundant work across hospitals/entities.
• Evaluates and supports business cases for technology enhancements (e.g., credentialing platforms, document management tools, automation, provider portals) that improve efficiency and compliance.

Systems, Data, and Technology Enablement

• Oversees accurate data capture and reporting within credentialing and onboarding…